--- title: 3.3. Analysis List slug: conversation-intelligence/33-analysis-list docTags: createdAt: 2026-10-24T05:15:01.076Z --- # 3.3.1. Analysis List View **Path:** WORK › Analysis List · **Who:** Agent, Supervisor, Admin ## Page map The Analysis List is the central log of every interaction CQA has analyzed. Supervisors use it to monitor traffic and find interactions that need attention; Agents use it to find their own evaluated calls. | Region / control | What it does | Related | | ----------------------- | ------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Filter bar | Narrow the list by Date, Score, Quality Profile, Metadata (for example, "Show me calls from Campaign A"), and Interaction Type. | [Find interactions that need attention](https://docs.exotel.com/conversation-intelligence/3-work-operational-workflows#find-interactions-that-need-attention) | | Interaction Type filter | **Disputed Interactions** or **Critical KPI Failures** (see below). | [3.9 Disputes](https://docs.exotel.com/conversation-intelligence/3-work-operational-workflows#39-disputes) | | Columns icon | Choose which fields appear in the table. | [Customize the table columns](https://docs.exotel.com/conversation-intelligence/3-work-operational-workflows#customize-the-table-columns) | | Interaction ID | Opens the interaction in detail. | [3.2 Interaction view](https://docs.exotel.com/conversation-intelligence/3-work-operational-workflows#32-interaction-view) | | **Export Report** | Export the analyses as a CSV or Excel report. | [3.11 Export a report once](https://docs.exotel.com/conversation-intelligence/3-work-operational-workflows#311-export-a-report-once) | **Interaction Type values** | Value | What you see | | --------------------- | ---------------------------------------------------------------------------------------------------------- | | Disputed Interactions | Interactions with open or relevant disputes. | | Critical KPI Failures | Interactions where at least one Critical KPI failed evaluation (per Quality Profile criticality settings). | Which metadata fields you can filter on is set by an Admin in **Manage › Data Integration › Metadata** ([5.2 Metadata](https://docs.exotel.com/conversation-intelligence/5-manage-data-integration#52-metadata)). **Note on language:** The Analysis List always shows the English summary for every interaction, regardless of the spoken language. To see the transcript and summary in the speaker's native language, open the interaction ([3.2 Interaction view](https://docs.exotel.com/conversation-intelligence/3-work-operational-workflows#32-interaction-view)). ## Tasks ### Find interactions that need attention 1. Go to **WORK › Analysis List**. 2. In the filter bar, set the Date range and any Score, Quality Profile, or Metadata filters you need. 3. Under **Interaction Type**, choose **Disputed Interactions** or **Critical KPI Failures**. 4. Click an **Interaction ID** to review the call. ### Customize the table columns 1. On **WORK › Analysis List**, click the **Columns** icon. 2. Show or hide fields such as Agent Name, Queue, or Duration. Your selection is saved for future sessions. *** # 3.3.2. Interaction Detail view **Path:** WORK › Analysis List › click an Interaction ID · **Who:** Agent, Supervisor, Admin ## Page map The Interaction view shows one analyzed call in detail: the recording, the transcript, and the full scorecard with the AI's reasoning. Supervisors use it to understand why a score was given; Agents use it to review their calls and raise disputes. **Media** - **Player:** Listen to the call recording with the embedded audio player. - **Transcript:** Open the Transcript tab to read the speech-to-text log of the conversation. The transcript is shown in English by default. - **Language toggle:** Switch between the English transcript and the detected native-language transcript (for example, Hindi or Arabic). The toggle label shows the detected language, for example **\[ Hindi ]** or **\[ Arabic ]**. - **RTL support:** For right-to-left languages such as Arabic, the native-language view applies right-to-left formatting automatically. - **Summary:** The interaction summary also switches language when you use the toggle. The language toggle affects transcripts and summaries only. AI Reasoning stays in English. **Scorecard** - **Scorecard view:** The right panel shows the full scorecard. - **Category breakdown:** Scores aggregated by Category (for example, "Soft Skills") and Sub-category. - **KPI details:** Expand a Category to see individual KPI results. - **AI Reasoning:** Click a KPI to see the AI Reason — the logic and transcript evidence behind the pass/fail result. - **AI Suggestions:** Coaching tips for KPIs that scored below the maximum (see the feature hub below). - **Show Disputes Only:** Filter the scorecard to KPIs that have disputes. See [3.9 Disputes](https://docs.exotel.com/conversation-intelligence/3-work-operational-workflows#39-disputes). - **Show Failed Critical KPIs:** Filter the scorecard to Critical KPIs that failed. - **Edit:** For users who can edit scores. See [3.10 Manual review and edit](https://docs.exotel.com/conversation-intelligence/3-work-operational-workflows#310-manual-review-and-edit). ## Feature hub ### Calls scored by more than one Quality Profile When an Assignment Rule uses **Smart Assignment**, one call can be scored against more than one Quality Profile. The Analysis List and the Interaction view show results for every profile applied to that call. Select a Quality Profile in the Interaction view to see its detailed scorecard. How Smart Assignment chooses profiles is covered under Assignment Rule in [chapter 4](https://docs.exotel.com/conversation-intelligence/4-manage-configuration). ### AI Suggestions For every KPI that scores below the maximum, CQA generates an actionable coaching tip. Tips are based on the reference documents (KBs) connected to the Quality Profile. When no KB is linked, CQA gives generic best-practice guidance. This turns CQA from a passive auditing tool into a coaching tool that closes the feedback loop for agents. To improve suggestions, an Admin can link KB documents to the Quality Profile. ## Tasks ### Review why a call received its score 1. Go to **WORK › Analysis List** and click the **Interaction ID**. 2. If the call was scored by more than one Quality Profile, select the profile you want to review. 3. Play the recording or open the **Transcript** tab. Use the language toggle if available. 4. In the scorecard, expand a Category and click a KPI to read the **AI Reason**. 5. Read the **AI Suggestions** for KPIs that scored below the maximum. *** # 3.3.3. Disputes **Where:** Interaction view and Analysis List · **Who:** Agents raise; Supervisors resolve ## Feature hub Disputes are a feedback loop: Agents contest AI scores, and Supervisors review and overturn them where needed. | | Agent | Supervisor | | ---------------------------- | ----- | ---------- | | Raise a dispute on a KPI | Yes | — | | Review and resolve a dispute | — | Yes | - A dispute is raised on one KPI of one evaluated interaction. - Open disputes appear in the Analysis List under **Interaction Type › Disputed Interactions**. - **Reject** keeps the score as is. **Accept & Update** changes the answer and CQA recalculates the KPI and total score. - Dispute and manual-edit details can be included in exports (**Dispute Workflow Details**, **Disputed KPIs**) — see [3.11](https://docs.exotel.com/conversation-intelligence/3-work-operational-workflows#311-export-a-report-once). ## Tasks ### Raise a dispute (Agent) 1. Open the **Interaction view** for your evaluated call ([3.2](https://docs.exotel.com/conversation-intelligence/3-work-operational-workflows#32-interaction-view)). 2. Find the KPI you disagree with. 3. Click the **Raise Dispute** button on the KPI. 4. Complete the form: - **Suggested Answer:** Select the answer you believe is correct (for example, change "No" to "Yes"). - **Comment:** Explain your reasoning (for example, "I mentioned the tax at 02:14"). - **Pin Audio:** Pin the point in the audio relevant to the KPI. 5. Click **Submit**. The dispute is logged and flagged for Supervisor review. ### Resolve a dispute (Supervisor) 1. Go to **WORK › Analysis List** and set **Interaction Type** to **Disputed Interactions**. 2. Open the interaction and turn on **Show Disputes Only** to filter the scorecard. 3. Read the Agent's comment and compare it with the AI reasoning and transcript. 4. Click **Edit** to enable dispute resolution, then for each dispute choose: - **Reject:** The score stays as is. You can add a rebuttal comment. - **Accept & Update:** CQA recalculates the score (for example, changing a 0 to a 10) and updates the total. 5. Click **Acknowledge** to save the changes and close the dispute. *** # 3.3.4. Manual review and edit **Where:** Interaction view · **Who:** Supervisor While CQA automates scoring, a Supervisor or QA lead sometimes needs to correct an AI evaluation or record a human-verified score. Manual edit lets you override the AI's answer and document why. To respond to an Agent's dispute instead, use [Resolve a dispute](https://docs.exotel.com/conversation-intelligence/3-work-operational-workflows#resolve-a-dispute-supervisor). ## Tasks ### Override a KPI answer 1. Go to **WORK › Analysis List** and click the **Interaction ID** of the call. 2. Click **Edit** to enable score changes. 3. Scroll to the KPI and change the AI-generated answer to the correct option (for example, "No" to "Yes"). 4. Add a **Comment** explaining the change. A comment is required for every changed answer. 5. Click **Acknowledge** to see a summary of your changes, then approve them to save. CQA immediately updates the KPI score and recalculates the interaction's total quality score. Manually updated KPIs can be included in exports (**Manually Updated KPIs**, **Manual Workflow Details**). *** # 3.3.5. Export Report **Where:** WORK › Analysis List › **Export Report** · **Who:** Agent, Supervisor, Admin Use this task for a one-off export of analysis data. To send a report automatically on a schedule (hourly, daily, weekly, or monthly), create a recurring export job in **Analysis List** › **Export Report** or **Manage › Data Integration › Job & Schedule** ([chapter 5](https://docs.exotel.com/conversation-intelligence/5-manage-data-integration)). The same three-step drawer is used in both places. ## Steps 1. Go to **WORK › Analysis List**. Optionally apply and save the filters you want to reuse. 2. Click **Export Report**. The **Configure New Job** drawer opens. 3. **Step 1 — Setup Job** - **Job Name:** Enter a descriptive, unique name (for example, "Onetime Export"). - **Job Type** is set to **Data Export** automatically. - **File Format:** **CSV** or **Excel**. - **Destination Connectors:** Choose where to send the report. **Email Me** sends it to your own verified email address. Other destinations (email, S3, SFTP) appear if an Admin has set them up. - Click **Next**. 4. **Step 2 — Set Schedule** - **Frequency:** Choose **One-time**. The job runs once, immediately after creation. - Click **Next**. 5. **Step 3 — Select Data** - **Quality Profile:** Choose the profile whose analyses you want. - **Date Range:** Pick dates or a preset (Today, Yesterday, Last 7 Days, Last 31 Days, Last month). The range can be **at most 31 days**. Ranges longer than 7 days may take longer to generate. - **Saved Filters** (optional): Apply a filter saved on the Analysis List. Only its score and metadata fields are applied. - **Define Output:** Select the fields to include — for example, Base Details, Critical Score Details, KPIs (All, Failed, Critical, Disputed, or Manually Updated), Metadata (Default, Custom), Dispute Workflow Details, Manual Workflow Details, Transcript, Summary, Intent, Vibe, and Sentiment. 6. Click **Create Job**. ## Result The report is generated immediately and delivered to the destination you chose. Track the run in [3.6 Report History](https://docs.exotel.com/conversation-intelligence/3-work-operational-workflows#36-report-history). Each file holds up to 2,000 rows; larger reports are split into several files and bundled into one ZIP. ## Notes - Agents and Supervisors can send exports only to their own verified email address (**Email Me**). They cannot enter a different destination email. This keeps analysis data within verified organizational addresses. - If **Email Me** is unavailable in the list, choose another destination or ask your Admin. - For more than 31 days of data, run several exports or set up a recurring job in **Job & Schedule**.